Service Desk Analyst

TL;DR

Service Desk Analyst: Providing first and second-level IT support for global employees, focusing on troubleshooting, resolving hardware/software issues, and escalating complex problems. Focus on managing the Service Desk team, ensuring timely identification of escalations, and balancing team workload.

Location: Hybrid model in CBS PL - Kraków

Company

hirify.global is one of the world’s leading producers of flexible packaging for the consumer and pharmaceutical industries.

What you will do

• Provide first and second-level IT support for employees worldwide via mail, chat, and call.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Log, track, and manage tickets in the IT Service Management (ITSM) tool (Service Now).
• Perform user account management (Active Directory, email, access controls).
• Identify recurring issues and suggest improvements to reduce incidents.
• Oversee and manage the Service Desk team, ensuring timely identification of potential escalations, monitoring KPIs, and balancing team workload.

Requirements

• 1-3 years of experience in a service desk or technical support role (experience in managing team or project would be an asset).
• English on at least B2 level.
• Strong troubleshooting skills in Windows (macOS would be an asset).
• Experience working with Active Directory, Azure, Microsoft 365, Windows, remote desktop applications.
• Knowledge of ITIL processes.
• Strong customer service orientation and problem-solving mindset.

Nice to have

• German language would be an asset.

Culture & Benefits

• Long-term and stable employment based on a contract of employment.
• Friendly work atmosphere in a large and stable company with a global reach.
• Chance to grow in a dynamic and international environment.
• A role that has a real impact on business outcomes.
• Wellbeing HUB.
• Strong team-oriented culture.